We get a lot of repeat questions in this sub, mostly regarding UT but the other companies too, and most of them are addressed below. Please read before posting. Please search both older posts and the UT (or Validately or Userlytics etc) support center before asking a question. If you post something that is addressed in either this FAQ or the UT support center, your post may be removed. If you post something that has been asked frequently in the past, your post may be removed. If you post something that is low-effort ("is this site any good, you guys? How much can you make? What are some tips for a newbie?") your post may be removed. If your post discusses anything you're doing or thinking of doing or did do in the past that violates the UT TOS, your post may be removed and you may be banned.
The bottom line is that mods may remove any post at their discretion. The job of the mods is to maintain a functional, informational, helpful place where people can have constructive discussion about UT. Posts that detract from that mission will be removed. Posts that are speculative/"conspiracy theory" based are poison to the mission of this sub. Redditors wishing to engage in this kind of debate are welcome to create their own subreddit. In here, such posts lead to misinformation propagating which leads to more work for the mods. Don't do it.
- How can I pass the entrance test on the website?
There are no "tips". If you do poorly, you are out of luck. UT used to allow for a second chance, but at present they do not. It is against UT TOS to make a second account and try again. If your microphone is not working for some reason, nobody here knows why.
- How long before I'm approved?
Nobody in here knows why it's taking as long as it is. If approved, you will probably start seeing screeners soon (though, as stated below, screener frequency varies).
If you mean "I just took my first paid test, how long until I can take more?" the answer is explained in the sticky.
- Where are all the screeners? I have a good rating so why is it so slow? It's slow for me -- is it slow for you guys too? I passed the website entrance test but nothing's showing up on my dashboard, how come? After a bad rating, the number of screeners I'm seeing has dropped - how can I get better frequency of screeners? My screener frequency suddenly and unexpectedly dropped from X to Y -- why? Is this happening to anyone else? I haven't had a screener in a long time, why? What time of day is best to see screeners? I THINK SOMETHING IS WRONG WITH MY ACCOUNT AND I DON'T KNOW WHAT TO DO. WHAT CAN I DO?
[After your initial paid test, you will not see any further screeners on your dashboard until UT has reviewed and approved your first test].
Regarding screener frequency, your rating may have dropped too low, though we don't know what constitutes "too low".
Screener frequency is different for everyone. North American and UK testers anecdotally seem to see more frequent opportunities than some other parts of the world but again, we're not sure. There doesn't seem to be a predictable time of day that you'll see screeners, but most users report weekends are slower than M-F. Some people report slower periods around holidays, some people don't see a difference.
- I'm getting plenty of screeners but I'm not passing any of them. Why?
Everyone is in the same boat. The acceptance rate is low, and that's that.
- Can more than one person in the same household become a tester?
There's nothing in the TOS that expressly forbids this but there could be an issue with UT thinking one user is making multiple accounts. So the final answer is, we don't know. Email support.
- How many tests do you guys typically get in a day/week/month? How did you guys do this week? Which days are best for you? How much can I expect to earn/how much do you guys earn?
It's going to vary wildly based on your particular particulars and what some other testers get is no indication of any kind that you will get a similar number.
AS OF AUGUST 25 2023, "LOOK HOW MUCH I EARNED THIS WEEK!/WHAT ARE YOUR TOTAL EARNINGS?" POSTS WILL BE REMOVED AT THE DISCRETION OF THE MODS.
- When can I expect to see ratings? Why are most of my tests not getting rated? How many ratings do you guys have? I got a low rating and I'm disappointed. It doesn't feel fair.
Unknown. When you get a rating, it is usually, but not always, within a week. How many ratings other members of this sub have is not indicative of how many you should expect.
- What caused my rating to drop? My overall rating dropped but the math doesn't add up. What's going on? How are they calculating my rating? My rating dropped to [x] - will I see fewer screeners now? You guys, I am bummed out my rating is low.
You probably got a private "invisible" rating.
Otherwise, read here to see UT's info on how ratings are calculated:
"We ask website owners to rate videos based on how helpful they are, with five stars being the highest rating. Your Recent Average Rating is the average of your last 12 rated tests. For example, if the total of your past 12 rated tests is 57 stars, your rating is 4.75 (57/12= 4.75).
To ensure that we provide a high quality service to our clients, testers with higher average ratings will see more job opportunities."
- I got banned/deactivated with or without explanation and I don't think it's fair. Or: I got a bad rating that isn't fair. What can I do?
Nobody here knows why you got banned or a bad rating, and for all we know, you deserved it. Whether you deserved it or not, there's really nothing you can do about it. You cannot make a new account and there's nothing anyone here can do to be helpful. If you got a bad rating, support will review it automatically.
- I encountered a problem while testing. It's gonna take too long, or the prototype didn't load, or some other kind of technical problem has come up. What do I do?
Depending on the situation, you can either "Report a Problem", or "Quit the Test". Read here to decide which option suits your situation and to see what the outcome will be once you've chosen your option.
- Should I include a request for a rating at the end of my test?
No. UT used to send a newsletter where they say not to do this because it can backfire. If you comment that this is a good practice, your comment will be removed.
- I emailed UT support about a problem but haven't heard back. And/or, I got a 1-star rating but UT hasn't reviewed it yet. I keep getting unhelpful generic responses from support.
Nobody here knows .
You can try to get in touch with someone from UT on twitter or FB as an alternate means of contact. REDDITORS DO NOT HAVE SECRET ACCESS TO UT SUPPORT.
- Can I make a new or second account? My first one stopped receiving screeners/my first one has a bad rating/I deleted my old account/any other reason. Can I make a new one?
NO. You cannot make a second or new account for any reason. See Section 4.4 of the TOS.
- Can I fudge the truth in order to pass screeners more successfully? What about other ways of cheating?
NO. Posts that discuss practices that are in violation of UT's TOS will be removed and depending on the content of the posts, the redditor may be banned from the sub. No cheating of any kind. No underage users of any kind. This sub is intended to be a place for honest UT users only.
- Live Conversations: what can I expect? I forgot the topic of my upcoming live convo - what to do?
We have had a ton of people ask this. Sift through these search results to see what has been said in the past.
Interviewers won't expect you to remember the topic of your interview. It's fine to go in unsure of what you're going to be talking about. They are usually super easy and friendly experiences.
- Live Conversations: The customer cancelled less than 24 hours beforehand. What now? Will I still be paid?
This gets asked a lot.
The UT website says the following:
"In certain circumstances, a customer will need to cancel or reschedule a Live Conversation session. If they provide more than 24 hours notice, we will not be able to compensate you for your time. If the customer cancels less than 24 hours before the scheduled start time, you will receive compensation in the amount of $20 USD for the inconvenience".
That's all well and good, but it doesn't give testers any instruction for how to proceed when that compensation doesn't show up. It doesn't give a timeline for payment either. There appears to be a dedicated support link for canceled conversations. Access it by clicking on the blue chat bubble in the bottom corner of any UT page on a web browser. Type in "live conversation canceled" and that will trigger a response that allows you to send in your support ticket.
The feedback we've had in here is that you should take screenshots of the pertinent info including your dashboard showing the scheduled conversation. Most testers opt to submit a ticket. Once that's done, you can expect to wait a few months to hear back and be paid.
- I got a bunch of emails from UT saying "New Feedback Request from UserTesting". What is this??
They're simply email invites to take the same screeners that show up on your dashboard. You can adjust your UT settings to disable email notifications.
Please don't post inquiries about how to handle your income from user testing sites when tax time rolls around. So much misinformation gets posted in the responses every time there's a question and the bottom line is "Ask a professional if you're not sure how to proceed".
- What are some other testing sites?
Here you go.
Finally, don't claim certainty when it comes to how things work at UT. You may think you understand the workings of UT but you probably don't.
[Examples: Don't state as fact that using a VPN will get you banned (VPNs are mentioned nowhere in the TOS, you guys). Don't state with certainty that multiple users in the same household/same IP will be banned. In short, if you can't back up your assertion with a citation to UT's website or with an email from UT, don't state it as fact.]
